Polycom 331/350 Cheatsheet

Overview

Within this space includes some of the most commonly used functions of the Polycom 331/350 SIP phone. Each of the tables represents a set of functions that will be available to you depending on your role within your organization as explained below:

  • General Phone Functions - Applies to anyone who is using a Polycom 331/350 phone.
  • Extended Agent Functions - Applies to those running a call center Intellasoft setup, these functions are specific to Agents. The General Phone Functions also apply. 
  • Extended Supervisor Functions - Applies to those running a call center Intellasoft setup, these functions are specific to those in a Supervisory role. The Extended Agent Functions and General Phone Functions also apply. 

General Phone Functions

Agent
 Instruction
Emergency Dial 9 – 911
Outside Calls - Local

Dial 9 + (7) Digit Local Number
Outside Calls – Long Distance Dial 9 + (10) Digit Long Distance Number
Call Hold Retrieval
To Another Phone		 Phone One: Place Call on Hold
Phone Two: Dial * + PhoneOneExtension where call is holding
Transfer Call

  • Have a current call active

  • Press Tnsfr Button

  • Dial Number

  • Optionally, wait for dialed number to answer and announce transferred call

  • Press Trnsfr Button again to complete the transfer

Conference Call – Method 1

  • Have a current call active

  • Press Conf Button

  • Dial Number

  • Optionally, wait for dialed number to answer and announce conferenced call

  • Press Conf button again to connect all parties

Conference Call – Method 2

  • Place call on Line 1

  • Place call on Line 2

  • Press Join button

  • You may need to press the More button to see this option
Conference Call – Split Calls
  • Press Split Button
  • Individual calls will be split to different Line buttons

Arrow Up
Arrow Down
Arrow Left
Arrow Right
  • Press ⇧ button – Favorites
  • Press ⇩ button – Call lists (shows missed calls)
  • Press ⇦ button – Received calls
  • Press ⇨ button – Placed calls
  • Press ⇨ twice from home screen to redial last # dialer

Extended Agent Functions

Agent

Instruction
Agent Login

  • Press the In/Out button on the phone.

  • You may need to press the More button to see this option

  • Enter agent number on the phone when prompted

  • Press the Enter Button
Agent Pause

  • Press the Pse button on the phone.

  • You may need to press the More button to see this option

  • Input pause reason code on the phone when prompted.

  • Or, optionally do not enter a pause reason

  • Press the Enter Button

  • If a pause reason was not entered listen to the available pause

  • reasons and then enter the pause reason when prompted
Agent Logoff

  • Press the In/Out soft button on the phone.

  • You may need to press the More button to see this option

  • Skip entry of the agent number.

  • Press the Enter Button

Extended Supervisor Functions

Agent

Action

Voicemail
(Access from your extension)

  • Press VM button

  • You may need to press the More button to see this option

  • Enter your pin number when prompted

  • If this is your first time setting up your mailbox your pin number is the same as your extension number

Voicemail (Access from other extension)

  • Press VMO button

  • You may need to press the More button to see this option

  • Enter your mailbox number (extension) when prompted.

  • Enter your pin number when prompted If this is your first time setting up your mailbox your pin number is the same as your extension number

Call Center Station Monitor

  • Press MON button (Only available on Supervisor Stations)

  • Enter your PIN number when prompted (Same pin number as your voicemail PIN)

  • Enter extension number to monitor

Press the # key to switch to the next call

(If the extension has multiple Lines with calls)

Press 8 to whisper to the Agent

Press 9 to barge into the call
Day / Night

  • Press DayNgt button (Only available on Supervisor Stations)

  • Enter your PIN number when prompted (Same pin number as your voicemail PIN)

  • Follow the spoken instructions for changing your current Day/Night settings
Revision #2
Created 25 March 2024 14:58:18 by Robert Alexander
Updated 2 September 2024 16:50:33 by Andrew Baumes